SHARON NUNEZ
Douglassville,USA
Summary
Dedicated and results-driven Customer Service Specialist with over 20 years of experience in providing exceptional customer support and resolving inquiries. Adept at maintaining high customer satisfaction levels through effective communication, problem-solving, and a proactive approach to potential issues. I can contribute my expertise and experience add top-notch service to your clients.
Overview
11
11
years of professional experience
Work History
Contact Center Advisor
Visions Federal Credit Union
Reading, USA
02.2024 - Current
- Resolved a wide range of member issues, including account disputes, payment inquires, and online banking support, achieving a 95% first call resolution rate.
- Educated members on the features and benefits of credit union products and services, leading to an increase in cross-sold services over one year.
- De-escalated difficult member situations with a calm and empathetic approach, turning negative experiences into positive outcomes.
- Mastery of funding loan applications such as personal, lines of credit, credit cards and HELOC.
- Adapt at navigating multiple systems to ensure accurate and efficient account management.
Customer Service Support Specialist / Card Claim Specialist
Santander Bank NA
Reading, USA
04.2017 - 10.2023
- Provide personalized assistance to clients by telephone, in person, and digital channels.
- Ensure prompt and accurate solutions for inquiries and concerns.
- Handle escalated customer issues with empathy and professionalism, finding swift resolutions and turning challenging situations into positive experiences.
- Collaborate with internal teams to streamline processes, resulting in a reduction in average handling time and improved overall efficiency.
- Maintain thorough knowledge of banking products, policies, and procedures, effectively educating clients and reducing confusion during interactions.
- Actively participate in regular training sessions to stay updated on industry trends, compliance regulations, and customer service best practice.
- Coach junior level staff to enhance learning and career growth.
Customer Service Sr. Specialist
Marchon Eyewear, Inc
11.2014 - 04.2017
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Maintain thorough knowledge of products, policies, and procedures, effectively educating clients and reducing confusion during interactions.
- Utilized active listening skills to understand customer needs and provide solutions.
Education
Liberal Arts & General Studies -
Queensborough Community College School
Springfield Gardens, NYSpringfield Gardens, NY
Skills
- Communication
- Problem Solving
- Leadership
- Time Management
- Decision Making
- Creativity
- Analytical
- Team Oriented
Awards
- Top Performer and MVP, Santander Bank, PA
- Top Performer and Congeniality Award, Marchon Eyewear, NY
Timeline
Contact Center Advisor
Visions Federal Credit Union
02.2024 - Current
Customer Service Support Specialist / Card Claim Specialist
Santander Bank NA
04.2017 - 10.2023
Customer Service Sr. Specialist
Marchon Eyewear, Inc
11.2014 - 04.2017
Liberal Arts & General Studies -
Queensborough Community College School